PBX allows to reduce call processing time and improve customer service quality (iikoPBX module) as well as resolve problems by means of recording telephone conversations with customers.
The system will find the customer by the incoming call number, or insert the phone number if the customer is new. You can call the customer or driver with one click by using the relevant buttons in the delivery card. Calls to/from customers can be made/received from the delivery customer list in the call center.
Calls to/from customers and delivery staff can be made/answered at both the call center and iikoFront. PBX can be used at the outlet for banquets, reservations and deliveries. Incoming calls are accompanied by audible signals.
Technical features of PBX integration
PBX integration into iiko imposes certain constraints and requirements to PBX connection settings, data transmission network and intrinsic PBX settings.
PBX shall meet the following requirements:
- Support SIP protocol.
- Registration of SIP clients shall be enabled.
Port 5060 used for PBX connection by default is specified in the iikoOffice settings. Ports 5700-5750 are used for calls connection, 5700 for SIP listening. Moreover, depending on the PBX model, other ports may be used. This information one may obtain from the equipment documentation.
Open all the ports mentioned for inbound and outbound traffic of both TCP and UDP protocols, unless PBX documents state otherwise. Packet transmission mechanism can be set up in iikoOffice (see Connecting an outlet to PBX).
To diagnose ports and configure the network, one may use special-purpose utilities (e.g. NetDetect), which are able to check general network settings related to communication via SIP protocol and provide recommendations on the network configuration. Nonetheless, always take a close look at the PBX documentation since it provides a detailed description of the equipment setup, and of the ports that shall be opened for the normal operation.
Default system devices are used for audio input/output. If one of the devices is not properly configured, iiko integration module will not be ready for operation. In which case, it will display an error message specifying the ill-configured device.
Current iikoPBX version has the following limit: one operator’s call per time unit.
Some features that are not implemented at the iikoOffice level (swapping between calls or the incoming calls queue) can be partially configured and used at the PBX level. For instance, you are able to put a call on hold instead of ending it and play a piece of music, when operators are unavailable.